At Heroganic, customer satisfaction and product quality are our top priorities. This policy explains when and how customers can request returns, replacements, or refunds.

Eligibility for Return and Replacement

  • Returns and replacements are accepted only for:
    • Products received in damaged or leaked condition.
    • Products received with broken seals, incorrect items, or missing items.
    • Products that are expired or near expiry at the time of delivery.
  • Due to the personal-care and hygiene nature of our products, opened, used, or partially used products are not eligible for return or replacement, except in cases of proven damage or defect at the time of delivery.
  • Any issue must be reported within 48 hours of delivery along with clear photos/videos of:
    • Outer shipping box.
    • Product container and seal.
    • Batch number and MRP details.

Time Window and Conditions

  • The customer must raise a return or replacement request within 7 days from the date of delivery.
  • The product must be:
    • Unused and in its original condition.
    • With original packaging, labels, and invoice.
  • Products bought during special sales, offers, or as free gifts may be non-returnable and will be clearly marked as such on the offer/product page.

Process to Raise a Request

To request a return or replacement, the customer must:

  • Contact Heroganic customer support via:
    • Email: [your email id]
    • WhatsApp/Phone: [your number]
  • Provide:
    • Order ID and date of purchase.
    • Product name and quantity.
    • Photos/videos showing the issue.
  • The Heroganic support team will review the request and may ask for additional information if required before approving or rejecting the claim.

Approval, Pickup and Shipping

  • Once a request is approved:
    • For eligible PIN codes, a reverse pickup will be arranged through our logistics partner.
    • Where reverse pickup is not available, the customer may be requested to ship the product to our designated address; reasonable courier charges can be reimbursed or adjusted as store credit, if pre-approved.
  • The product must be packed securely to avoid further damage in transit.
  • If the returned product is found to be used, tampered with, or not in original condition, Heroganic reserves the right to reject the return or replacement.

Refunds, Replacements and Store Credit

Depending on the case, Heroganic may provide one of the following:

  • Replacement
    • A fresh product of the same SKU will be shipped at no additional cost where damage/defect is confirmed.
  • Refund
    • Refund may be processed to the original mode of payment or as bank transfer (for COD orders) within 7–10 working days after inspection and approval.
  • Store Credit/Coupon
    • In some cases, a store credit coupon may be issued which can be used on future purchases on the Heroganic website.

Shipping charges:

  • If the error is from Heroganic’s side (wrong product, damaged in transit, missing item), return shipping and re-shipping costs will be borne by Heroganic.
  • If the customer returns the product for personal reasons (no longer needed, ordered by mistake) and Heroganic permits such return as a one-time goodwill gesture, shipping charges may be deducted or borne by the customer.

Non-Returnable and Non-Refundable Cases

Heroganic reserves the right to refuse return, replacement, or refund in the following situations:

  • Product used, opened, or partially consumed.
  • Request raised after the defined time window (more than 7 days from delivery, or more than 48 hours for damage reporting).
  • Issues related to personal preference (fragrance, color, texture, or results not matching individual expectations), without any quality defect.
  • Products purchased from unauthorized resellers or third-party platforms not listed by Heroganic.
  • Products marked as “non-returnable”, “final sale”, or “no exchange” at the time of purchase.

Order Cancellation

  • Orders can be cancelled only before dispatch.
  • Once an order is shipped, it cannot be cancelled. The order will be treated as per the return and replacement policy.
  • In case of approved cancellation before dispatch, refund will be processed to the original payment method within 5–7 working days.

 

Replacement Criteria:

Original Packaging: The product must be unused, sealed, and in its original packaging with intact labels.

Unboxing Video: Provide an unboxing video showing the product’s condition when received. Additional requirements:

  • Photos of the outer box (front and back) with the carrier label.
  • A short video showing the issue.
  • Images of all received products from 2-3 angles, plus the invoice.

Replacement Process:

Write to our team: Email our Customer Support at heroganicindia@gmail.com within 48 hours of receiving your order. Include your order ID, request details, and the required evidence.

Review & Pickup: We’ll review your request and, if approved, arrange a pickup within 2-4 business days.

Replacement: Once we receive the product in its original condition, we’ll ship your replacement within 24-48 hours.

Here’s what will happen next:


1. Pickup Scheduled – A reverse pickup request will be initiated, and our courier partner will collect the product within 24-48 hours. The customer must keep the item intact for quality checks.

2. Quality Inspection – Once received, our quality control team will inspect the trimmer to verify the issue.

3. Processing Time – The entire process typically takes 25 days, and customers will be kept informed throughout.